A normal change includes three phases:

  • Classify and Schedule
  • Assess and Approve
  • Implement and Review

Classify and Schedule

This tab of change asks you to fill out the basic details of change including:

RequestorThe person requesting the change, doesn't necessarily have to be the person carrying out the change. This person should be available to justify and defend their change at CAB.
Change TypeThe type of change (normal)
Primary Configuration ItemThe primary associated CI for the change
Assign TeamThe team that will be carrying out the change
Assign ToThe primary person who will be carrying out the change
ImpactThe impact (breadth) of the change
UrgencyThe importance of the service
PriorityThe calculated priority based upon impact and urgency
ReasonThe reason for this change
ScheduleThe proposed start date, and proposed end date of the change
TitleThe title of the change
DescriptionA short description of the change
Impacted ServiceWhich service is this change related to
Service ImportanceThe importance of that service to the university
Review Date When will this change be scheduled for review?

Assess and Approve

This section includes four risk factor Boolean:

Not during normal maintenance Window?If this change is scheduled outside of a normal maintenance window, this increases the risk to the university.
Requires Service Outage?If a service is required to be disabled to implement the change, and there is no redundancy, or load balancing, this increases the risk.
Mission or Business Critical?If this is a critical service to university business, risk is increased. A critical service is a backbone, or foundational one such as Email, Networking, Accounts, Building Access etc.
Fast Track? If a change needs to be approved quickly outside of the normal CAB process, or outside the advanced planning period, this can be an issue that increases risk.

Beyond the check boxes there are several open response sections for assessing the change:

RiskWhat is the risk to WPI if we do this change? What is the risk if we don't?
Impact Assessment What is the impact of this change on the service? Does it modify processes, SLAs, or documentation?
Necessity Assessment Is this change needed? How necessary is this change?
Back out PlanCan this change be backed out? What does that require? How do you back out the change?
Feasibility Assessment Do we have the capability, resources, and time to successfully make this change? are there concerns?

Implement and Review

The first section implement asks the implementer to define their implementation plan, and the acceptance criteria.

Implementation PlanThe implementation plan should cover the steps and specific schedule or order of events to carry out the requested change.
Acceptance CriteriaAcceptance criteria is a shorthand field for the "definition of done". In order to consider this change successful and complete, what will we need the after to look like.

After filling these out the change can be submitted for approval.

Upon completion of the change the implementer will need to fill out the review section.

Final DispositionWas the change successful?
Implementer's NotesAny notes from the implementation
Actual Start DateWhen the change actually started
Actual End DateWhen the change was completed


For a normal change there are two rounds of approvals:

  1. After you have classified and scheduled and assessed the change, your direct manager will need to approve the change
  2. After filling out the Implementation Plan, the CAB will need to approve the change. This can be virtual or at a CAB meeting by show of hands.